Opening a support ticket

Last Updated : Sep 03, 2025 |
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Use this procedure to open a support ticket to request technical support or service change.
To change the values of the existing template or create a new template, raise an MACD ticket. For example, SM Template and CM Template.
When you log in with your Avaya OneCare Portal login credentials, your first name, last name, email address, and phone number are populated automatically.
Before you begin
Ensure that you have the Avaya OneCare Portal login credentials.
  1. Go to https://onecare.avaya.com.
  2. From Avaya OneCare Portal, click the Avaya Cloud Solutions Support tile.
  3. Click the Avaya Aura® Private Cloud tile and click Sign In.
    ADDITIONAL INFORMATION:
    Avaya OneCare Portal displays the Sign On dialog box.
  4. Enter your email address and click Next.
    ADDITIONAL INFORMATION:
    Avaya OneCare Portal displays Multi-Factor Authenticator (MFA).
  5. Enter your email address and password.
  6. On the Verify your identity dialog box, select your preferred MFA method and approve the sign-in request.
    ADDITIONAL INFORMATION:
    Avaya OneCare Portal displays a list of supported features.
  7. Click the Avaya Aura® Private Cloud and AXP Private Cloud Tech Support tile.
    ADDITIONAL INFORMATION:
    Avaya OneCare Portal displays the Avaya Aura® Private Cloud and AXP Private Cloud Tech Support dialog box.
  8. From the Select your type of request list, do one of the following:
    • Select Request Technical Support (Incident) to open an incident ticket.
    • Select Request Moves Adds and Changes (MACD) to open an MACD ticket.
  9. From the Select the option list, select the required value.
  10. Enter your AccountNo/FL/SoldTo.
  11. Enter your Subscription ID.
  12. Enter your Phone Number.
  13. From the Priority / Impact list, select the required value.
    ADDITIONAL INFORMATION:
    This step is applicable for the Request Technical Support (Incident) option.
  14. Type the request details in the Short Description and Describe your request/issue in detail fields.
  15. To attach a file, click Upload file, browse the file from your computer, and click Open.
  16. Click Submit.